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Technical Account Manager
4 months ago
It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We've been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
Check out our locations, benefits, and more at cash.app/careers.
Job Description
As a Technical Account Manager, you will collaborate with our merchant partners, agency partners and internal teams to deliver world-class proactive service and technical excellence. You will focus on maintaining substantial, long-term merchant and agency partner relationships while resolving technical issues quickly and efficiently. You will leverage your HTML, CSS, and Javascript expertise to analyze, partner with internal teams and creatively solve integration issues on merchant and partner issues. Your technical acumen and interpersonal skills will allow you to serve as a trusted technical advisor to all stakeholders, translating their business needs into technical solutions that drive feature and product adoption at scale.
In this pivotal role, you will report to our regional Lead, TAM.
We are much more than our job descriptions, but here's where you will begin....
Responsibilities:
- Serve as the primary technical point of contact for global merchants and partners, driving the technical relationships with merchant and agency partners.
- Proactively identify, diagnose and resolve critical technical issues in a timely and professional manner.
- Work closely with Account Management and other merchant-facing teams to ensure seamless operational support and satisfaction for our merchant and agency partners.
- Foster long-term user relationships that grow loyalty to Cash Commerce products
- Provide education to merchant partners, agency partners and internal teams on new and existing features.
- Produce accurate, timely status updates for support tickets that provide a balanced clarity of detail, demonstrating excellent organizational and communication skills.
- Document challenges and blockers encountered to further share your learnings with other technical account managers in stand-ups and status check-in calls.
- Own the end-to-end macro-level delivery of all in-store and online self-serve Integrations.
- Leveraging HTML, CSS, and Javascript skills to assess and creatively solve integration issues on merchant websites and in-store terminals.
- Oversee integration health monitoring, conduct thorough root-cause analyses, and implement proactive measures to prevent future issues.
- Work cross-functionally with Product, Engineering, and other departments to devise technical and operational enhancements for the merchant experience.
- Drive new features and product adoption with merchant partners, including betas and pilots.
- Efficiently manage and communicate with various stakeholders, centralizing information from diverse sources to streamline processes.
- Set and manage expectations with senior leadership for key merchant accounts regarding critical incidents and project developments.
- Proactively lead new product life cycles in conjunction with engineering teams to facilitate merchant partner adoption, including technical documentation review, merchant/partner feedback, future deployments and continuous product improvement and evaluation.
- Manage incidents with precision and efficiency, conducting in-depth internal investigations to identify root causes and develop technical uplift mitigation strategies.
- Create and distribute merchant-facing content to clarify common issues and promote problem-solving.
Qualifications
Who are you?
Like us, you'll be deeply committed to delivering positive outcomes for customers and passionate about shaping the future of Afterpay and Cash App.
You like to keep accurate with your actions, be brave with your decisions, do the right thing for all your stakeholders and shape the future with excitement.
You'll have experience in and be passionate about:
- Fluency in reading and writing business level in Mandarin as well as English (Preferred)
- Adaptable to unusual work hours on occasion to support our largest merchants
- E-commerce, including Payments, Order Management and Reporting systems
- APIs and able to explain API concepts to Cash Commerce's largest and most technical customers
- Understanding Javascript, HTML and CSS
- SQL and comfortable building basic queries and modifying more complex ones
- Interpreting logs using software such as Datadog
- Energized by technical troubleshooting and comfortable interfacing with technical and non-technical teams
- Prioritizing and responding to enquiries from multiple merchant partners on a variety of technical issues
- Stakeholder management and communicating complex concepts to both technical and non-technical audiences
- Demonstrable track record of successful project management and operational management (support items, troubleshooting, service delivery).
- Experience in a multi-project B2B environment.
- Excited about solving technical issues for our merchants with a combination of technology and creative thinking.
- Experience in problem-solving and issue resolution, including information collection, directing and leading troubleshooting, decision-making and stakeholder communication.
- Engaging C-level commercial stakeholders.
- Exposure to e-commerce, POS, ERP, CMS or reporting.
- Familiarity with platform management processes - environments, testing, release management, deployments.
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
Zone A: USD $117,300 - USD $175,900
Zone B: USD $109,000 - USD $163,600
Zone C: USD $103,100 - USD $154,700
Zone D: USD $93,800 - USD $140,800
To find a location's zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.
Full-time employee benefits include the following:
- Healthcare coverage (Medical, Vision and Dental insurance)
- Health Savings Account and Flexible Spending Account
- Retirement Plans including company match
- Employee Stock Purchase Program
- Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
- Paid parental and caregiving leave
- Paid time off (including 12 paid holidays)
- Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
- Learning and Development resources
- Paid Life insurance, AD&D, and disability benefits
These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, veteran status, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page
Additionally, we consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.
While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.
